SUMMARY:

Seeking an IT professional position in a challenging environment with a progressive organization, that will fully utilize the skills that I have acquired to solve and mange challenging issues involving Confidential technologies and/ or Confidential projects.

TECHNICAL SKILLS:

• Microsoft Server 2000/2003,
• MS office suite (Word, Excel, Access, PowerPoint, Outlook),
• Active Directory, Created, monitored, and disable clients’ accounts using Active Directory
• Proficient in customer care/communications, problem solving, relationship building and user training and support.
• MS Office education with additional proficiencies in assorted databases.
• Troubleshooting/ Problem Solving
• Technical/User Support
• Complaint Handling
• Reports & Documentation
• Malware Removal (virus, spyware)
• CPU device installation (end user peripherals)
• CPU installation
• Hardware and Software install/remove
• Windows OS XP/Vista/Win7(Imaging, staging, troubleshooting PC OS and Hardware)
• Enterprise management tools such as SCCM/SMS

PROFESSIONAL EXPERIENCE:

Confidential, Fort Meade, MD

Tier II Systems Engineer

Responsibilities:

• Support services for Confidential implementation
• Follow ITIL v3 support model and industry best practices in support all components of the Confidential platform environment including client access, network, server, and storage
• Provide support at the escalation point for Tier 1 and Secondary interface with Confidential End - Users, providing advanced troubleshooting (e.g. Routing problems to appropriate SMEs, Root Cause Analysis, break/fix support and testing in support of return-to-service)
• Desktop/image management, and containerization/virtualization support of deployed applications (i.e. “Delivery” of the applications to the user, not their use of functionality)
• Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with software, networking, and other computer-related technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Determines whether the source of the problem is caused by operator error, software, hardware, or a combination of these
• Handles problem recognition, research, isolation, resolution and follow-up for the majority of user problems (80% resolution goal) referring more complex problems to supervisors or application technical support staff
• Logs and tracks calls using problem management database (Remedy Action Request System), and maintains history records and related problem documentation
• Consults with programmers to explain software errors or to recommend changes to programs
• Provides low level testing of software to evaluate ease of use and whether product will aid user in performing work
• Writes or revises user training manuals and procedures
• Develops training materials such as exercises and visual displays
• Utilize VM Ware
• Utilize ITSM Remedy
• Escalation point for Tier 1 and Secondary interface with Confidential End-Users, providing advanced troubleshooting of the End-User’s desktop
• Assist other Tier 2 offices with Confidential infrastructure troubleshooting (e.g. Routing problems to appropriate SMEs, Root Cause Analysis, break/fix support and testing in support of return-to service)
• Containerization/virtualization support of deployed applications (i.e. “Delivery” of the applications to the user, not their use or functionality)

Confidential, Washington, DC

Windows 10 Deployment Team Lead

Responsibilities:

• Prepare and image all new Desktops, Laptops, Dell Tablets, Microsoft Surface Pro, as well as Confidential boxes with current DoD approved Windows 10 Image.
• Visit users that are currently scheduled to be deployed to Windows 10 update and survey the workstations to verify current hardware and mapped drives and back up data to ensure the Windows 10 migration process flows smoothly.
• Install assigned hardware for users being migrated to Windows 10, work with the Active Directory group to ensure the users account is flipped properly and mapped drives as well as data is converted and accessible
• Coordinate and assign duties to various team members and coordinate as well as schedule new and upcoming groups that are scheduled to be deployed to Windows 10.

Confidential, Linthicum, MD

Computer Analyst

Responsibilities:

• NIPR and SIPR account creation
• Active Directory System Administrator
• Added desktop machines to the correct domain for NIPR, SIPR, and DevNet utilizing Active Directory
• Replaced Hard Drives for all NIPR, SIPR, DevNet desktops and provided each machine with the current updated image.
• Utilize VMWare to populate burn requests on NIPR as well as SIPR and other duties assigned
• Installation of Microsoft products on NIPR, SIPR, and DevNet machines
• Set up new users coming into DC3 with NIPR, SIPR, and DevNet machines and also provided connectivity for each individual network
• System Administration for Splunk as well as account creation
• Provided telephone support as well as utilize the Putty system to provide users with telephone numbers as well as connectivity
• Utilized Install Root in order to publish certificates to connect to certain job required websites
• Provided Networking and Cabling support to ensure proper connectivity for all networks
• Provided printer support and configured proper connection for NIPR and SIPR printers
• Installed and configured KVM switches with proper monitor as well as Desktops
• Conduct Ticket Queue Management for Footprints ticketing system as well as audit and assign tickets to appropriate departments
• Resolved issues with users roaming profiles on desktops and updated information via SharePoint
• Replaced outdated monitors, KVM’s, UPS batteries or any other malfunctioning hardware when requested by users
• Worked with the Networking team when a machine would lose connectivity or trip port security to ensure connectivity

Confidential, Fort Meade, MD

Hardware/Software Specialist

Responsibilities:

• Conduct Ticket Queue Management for all of Tier 2 and Tier 3 for the Service Desk within Confidential
• Conducted desk side support visits to customers who were having issues with desktops, thin, and thick clients regarding Tier 2 and Tier 3 issues
• Utilize Active Directory to verify LAN account access and grant privileges
• Worked with SCCM to install programs and update and maintain patch management, software distribution, operating system deployment, network access protection and hardware and software inventory
• Worked with Solar Winds Dame ware to remote into customer’s machine when unable to conduct face to face with customers to troubleshoot issues
• Installation of RAM for customer’s machine that is not current with agency RAM standards upon notification through ITSM Remedy
• Conducted face to face customer support inside the Tier 2 Kiosk for one on one customer support. Review and resolve Tier 2 and Tier 3 issues remotely or by scheduled desk side visit.
• Conducted hardware installation setup for customers
• Meet with customers inside of the Tier 2 Kiosk to receive services and conducted face to face customer troubleshooting methods to resolve the customers issue
• Conducted desk side support to users working on a desktop, thin, and thick client both NIPR and SIPR
• Manage Tier 2 and Tier 3 desk side support ticket assignments and kiosk appointment schedule
• Monitor and audit all ticket that are sent through ITSM Remedy to Tier 2 and Tier 3
• Review all tickets submitted through ITSM for Tier 1, Tier 2, and Tier 3 and route them to each technician according to the product category
• Audit and review all tickets for accurate and detailed summaries, correct product name, and accurate product categorization
• Run daily reports for open ticket count, resolved tickets, escalations to and from, and updated tickets
• Provide technical and non-technical support for incoming queries and issues related to the Service Desk
• Deliver a high level of customer service and professional interaction with internal customers, management, and administration
• Assist Service Desk Management and the Project Management Office with various Service Level Agreements, deliverables, and documents
• Ensure the quality of all deliverables to include, but not limited to, written correspondences, schedules, training materials, manuals, graphs, and presentations
• Demonstrate a mastery of Microsoft products to include Visio, PowerPoint, SharePoint, Word, Excel, and Outlook. Possess a solid understanding of Microsoft Project.
• Execute daily, weekly, and monthly reports as required to support the Service Desk
• Assist Service Desk Management in tracking property assets and personnel for HQ and remote sites
• Compose, edit, and deliver all SOP’s and SOW’s by expected date
• Provide Intranet support
• Provide SharePoint support
• SharePoint System Administration
• AIMS System Administration
• CROSS System Administration
• OnBoarding System Administration

Confidential, Bethesda, MD

System Administrator

Responsibilities:

• Provide technical support and front line assistance in clinical informatics
• System Administration, Operations, and Maintenance of Confidential
• Be a team player and work in the most efficient manner possible
• Maintaining a daily functionality providing hot-line support to customers and possessing troubleshooting skills of clinical systems in a windows environment
• Assigned necessary security and access privileges for medical records software to users with varied access requirements
• Provided technical support to military personnel’s for desktop operations, troubleshooting Microsoft software, VPN and various security software for daily operations
• Support Tier I and Tier II techs with solving issues escalated for investigating to confirm the validity of the problem
• Installation duties, remote desktop operations to complete high priority issues and continues conversations with IA and Web team to solve technical issues
• Perform quality assurance review of incoming trouble tickets to assist in assuring the accuracy of the issue being reported
• Track daily trouble calls utilizing Manage Now and Remedy numeric ticketing system software
• Utilizes MS Access to create and distribute administrative reports on daily and monthly workload statistics showing total tickets and percentages of open, closed and transferred tickets to staff members to keep them apprised of the Confidential Tier II ticket volume
• Investigates and/or resolves inquiries from upper level management as well as approves team members' time documents in the absence of the manager
• Provide continuous Confidential support via a shared on-call rotation 24 Hours per day / 7 Days per week to ensure the system remains functional and available to end users at all times

Confidential, Bethesda, MD

Senior Records Analyst

Responsibilities:

• Utilized Essentris, Confidential, and Confidential to manage and research patient data
• Navigated through Essentris to retrieve various reports and data utilized for monthly reports
• Trained and assisted all employees on Essentris, Confidential on how to navigate through the systems to retrieve pertinent information utilized for daily activities
• Respond to queries either in person or over the phone
• Troubleshoot physician issues with dictation system
• Responsible for quality assurance among all records analysts
• Provide dictation/transcription support to Health Information Management and Medical Boards Division
• Communicate with senior medical staff to resolve record incompleteness
• Perform audits to ensure accuracy of information contained in the Medical Records Tracking Module
• Report medical records delinquency rates via the Health Information Management chain of command
• Prepared statistical reports, narrative reports and graphic presentations for hospital staff and researchers Transcribed medical reports